KM
Kevin M
1 reviews | Active since Mar 2025
15 Mar 2025, 12:48
Appalling technical support
Ticket ***. Our line has been down since Thursday. Surely by Saturday, contact should have been established by this mysterious ‘contractor’ whose lead-time MFN is almost trying to absolve themselves for. Now risk resolution on Monday, 5 days letter? Frankly not a service I would recommend to others.
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Replies (3)
MetroFibre Networx's replyOfficial
15 Mar 2025, 16:49Dear Kevin Mapenzauswa,
Thank you for sharing your concerns with us. We understand the frustration that comes with service interruptions, especially when the issue remains unresolved over several days. Please rest assured that we are escalating this matter to the relevant department to ensure that it is addressed promptly.
We recognize the importance of a timely resolution, and we are committed to working with the contractor to resolve the situation as quickly as possible. We understand the urgency and will do everything we can to minimize the delay.
We truly value your feedback, and we will keep you updated on the progress of the resolution. Please feel free to reach out if you have any further questions in the meantime.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for sharing your concerns with us. We understand the frustration that comes with service interruptions, especially when the issue remains unresolved over several days. Please rest assured that we are escalating this matter to the relevant department to ensure that it is addressed promptly.
We recognize the importance of a timely resolution, and we are committed to working with the contractor to resolve the situation as quickly as possible. We understand the urgency and will do everything we can to minimize the delay.
We truly value your feedback, and we will keep you updated on the progress of the resolution. Please feel free to reach out if you have any further questions in the meantime.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Best regards,
MetroFibre Networx's reply15 Mar 2025, 16:49
Official
Dear Kevin Mapenzauswa,
Thank you for sharing your concerns with us. We understand the frustration that comes with service interruptions, especially when the issue remains unresolved over several days. Please rest assured that we are escalating this matter to the relevant department to ensure that it is addressed promptly.
We recognize the importance of a timely resolution, and we are committed to working with the contractor to resolve the situation as quickly as possible. We understand the urgency and will do everything we can to minimize the delay.
We truly value your feedback, and we will keep you updated on the progress of the resolution. Please feel free to reach out if you have any further questions in the meantime.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for sharing your concerns with us. We understand the frustration that comes with service interruptions, especially when the issue remains unresolved over several days. Please rest assured that we are escalating this matter to the relevant department to ensure that it is addressed promptly.
We recognize the importance of a timely resolution, and we are committed to working with the contractor to resolve the situation as quickly as possible. We understand the urgency and will do everything we can to minimize the delay.
We truly value your feedback, and we will keep you updated on the progress of the resolution. Please feel free to reach out if you have any further questions in the meantime.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Best regards,
KM
Kevin M's updateReviewer Update
16 Mar 2025, 17:24It’s Sunday evening, line still down since Thursday. Again I find myself calling MFN / Rocketnet constantly for updates. The earlier contractor couldn’t assist given an external issue with the line. Zero sense of urgency / empathy and an outage in PTA today is now your highest priority. WiFi is a utility in households and I doubt I’ll get reimbursed for the additional costs I’ve incurred the last few days (data, airtime etc) for a fixed service which I pay for. Highly disappointed - spend the opex / capex to limit tech issues; having an annuity income model does not mean treat us poorly.
KM
Kevin M's update16 Mar 2025, 17:24
Reviewer Update
It’s Sunday evening, line still down since Thursday. Again I find myself calling MFN / Rocketnet constantly for updates. The earlier contractor couldn’t assist given an external issue with the line. Zero sense of urgency / empathy and an outage in PTA today is now your highest priority. WiFi is a utility in households and I doubt I’ll get reimbursed for the additional costs I’ve incurred the last few days (data, airtime etc) for a fixed service which I pay for. Highly disappointed - spend the opex / capex to limit tech issues; having an annuity income model does not mean treat us poorly.
MetroFibre Networx's replyOfficial
17 Mar 2025, 09:18Thank you for reaching out and sharing your concerns. We understand the frustration and inconvenience caused by the ongoing outage, especially after the extended period without service. We sincerely apologize for the impact this has had on you.Please be assured that we have escalated this matter to the relevant department, and your issue is being prioritized for resolution. We recognize the importance of a reliable service, and we are working to ensure this is addressed as quickly as possible.We understand your concerns regarding additional costs incurred, and while we are unable to directly address compensation, we will pass your feedback along for further consideration.We appreciate your patience during this time, and we will keep you updated on the status of your service restoration.
Best regards,
MetroFibre Networx's reply17 Mar 2025, 09:18
Official
Thank you for reaching out and sharing your concerns. We understand the frustration and inconvenience caused by the ongoing outage, especially after the extended period without service. We sincerely apologize for the impact this has had on you.Please be assured that we have escalated this matter to the relevant department, and your issue is being prioritized for resolution. We recognize the importance of a reliable service, and we are working to ensure this is addressed as quickly as possible.We understand your concerns regarding additional costs incurred, and while we are unable to directly address compensation, we will pass your feedback along for further consideration.We appreciate your patience during this time, and we will keep you updated on the status of your service restoration.
Best regards,